Electronic customer relationship management (e crm)

E-CRM

1. Electronic Customer Relationship Management (E-CRM)

2. Introduction Electronic customer relationship management (E-CRM) is the application of Internet-based technologies such as emails, websites, chat rooms, forums and other channels to achieve CRM objectives. It is a well-structured and coordinated process of CRM that automates the processes in marketing, sales and customer service. Electronic customer relationship management provides an avenue for interactions between a business, its customers and its employees through Web-based technologies. A typical E-CRM strategy involves collecting customer information, transaction history and product information, click stream and contents information. 

3. Features of E-CRM Customer Management Knowledge Management Account Management Case Management Back-end Management Reporting and Analysis

4. Benefits of E-CRM Service level improvements Revenue Growth Productivity Customer Satisfaction Automation Communication Improved analytical data and reporting

5. Working and solution of E-CRM Analyze relevant data Meet customer needs Maximize marketing efforts Consolidate and close sales Create your distinct brand

6. Advantages of E-CRM It allows for the consolidation of customer data and the basis for deep insights. It speeds-up the sales conversion process. It increases staff productivity, lowering time-cost. It allows geographically dispersed teams to collaborate effectively. Improves customer experience by allowing personalization and improved query resolution.

7. Disadvantages of E-CRM Customer experience may disapprove due to staff over-reliance on system. Security and data protection issues with centralized data. Time and initial productivity cost of implementation. Requires a process-driven sales organization. CRM may not suit all businesses.

8. E-CRM – Customer Life Cycle Prospects First time buyers Early repeat buyers Core Customers Core Defectors

9. Privacy Issues in E-CRM Collecting customer data Storing CRM Data Using CRM Data Disposing of CRM Data